From: Sébastien Tardivon
Sent: Wednesday, April 23, 2008 1:38 PM
To: All of PH PSS Support Mgr
Cc: Christophe Rabier
Subject: delightment with your team's support... for an issue which was not theirs! :-)
Dear Sir / Madam,
As a part of your quality process, you offer customers to rate your services through a survey as soon as their issue is over. As usual, I filled the said survey following my last inquiry.
However, I hereby would like to escalate my satisfaction with your team directly to you.
The people of yours who helped me for the below-described issue are Vensan O. Arangote and Jun Franklin L. Rivera, and the issue has been treated through various case ID: 1-134958157, 1-137803379, 1-138323904, 1-138714575.
So, let me tell you our story:
My issue was not a technical one, rather a sales (then human) one: I had to renew/upgrade my product license, and not through our current reseller (he is unskilled, we stopped relying on his services).
At first, I contacted your team to know how they could help us to renew and upgrade our license. I was then told it was not part of their responsibilities, that some sales team should take care of that – what I easily can understand – , and your team then forwarded my request to China Mainland sales team.
That team did not follow up.
Then your team forwarded to Hong-Kong, which in turn and after few days helped me to contact the China Mainland team.
They eventually replied... by offering us to deal with our current reseller! After a small argue, we finally got contact details and a quote from another reseller... for a better price, and more users than we ever had from all the resellers – including ours – we contacted in parallel!
In the meantime of all of this, your team helped to push and find new relevant contacts despite it's not their job, what I really appreciate.
In other words, on all aspects of this problem which should not be yours, your team was still there – as usual – to help.
It's always a real pleasure to deal with your support team: each time I contact them, they answer quickly, find out relevant information dealing with the issue, and just fix it! But in this case, they even helped regarding some processes / concerns which are not part of their responsibilities.
You are welcomed to let all of your team know about my satisfaction about their services.
Wish all of you great success in your functions.
Warm Regards,
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Sébastien TARDIVON
